Degree
Master of Business Administration Executive
Faculty / School
Faculty of Business Administration (FBA)
Year of Award
2015
Project Type
MBA Executive Research Project
Access Type
Restricted Access
Keywords
Executive Summary
Guru Corporation is a US based online design firm with offices in Langhorne USA1 Mexico and Pakistan. Our company provides online design services in the field of Branding, Web design and Web development, SEO, and Digital Marketing Solutions.
The following research is based on a business plan to relocate the customer services department of Guru Corporation from Mexico to Pakistan Office. The study includes complete analysis of Guru corporation customers lifecycle for the services rendered. These customers are identified in 3 different categories based on their buying patterns:
1. Customers with one time purchase
2. Repeat customers/Recurring billing
3. Affiliates and Resellers
The need for relocation of the customer services department of Guru Corporation is identified based on the following concerns identified during the day-to-day operations:
1. Lack of technical understanding by existing account managers at the Mexico Office.
2. High cost of human resource
3. Frequent Communication Issues with the offshore operations team in Pakistan due to lack of proper understanding of client feedback about the services.
The business plan will also include data based on our customer satisfaction feedback which will help identify the areas customer services has to focus and also it provides an opportunity for the customer services department to become a bridge between the customer and the company hence identifying and providing valuable information about the product and services.
The plan will also provide a study of US culture and understanding of their business/personal and cultural requirements in order to provide better service.
Pages
87
Link to Catalog Record
https://ils.iba.edu.pk/cgi-bin/koha/opac-detail.pl?biblionumber=55373
Recommended Citation
Shah, S. J. (2015). Business proposal for strategic relocation of the customer services department of Guru corporation from Mexico to Pakistan office (Unpublished graduate research project). Institute of Business Administration, Pakistan. Retrieved from https://ir.iba.edu.pk/research-projects-emba/302
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